My request was closed without being resolved

I bought airtime using my loyalty points since I noticed that they expire, the airtime was due to expire in 3 months time but after it just disappeared out of no where and I know I didn't spend it all since you can only call MTN numbers with it. I then called MTN and logged a request on Monday the 11th and I received a sms today the 12th stating that my request is resolved and no one contacted me and my airtime hasn't been reimbursed.